The CytoSMART products are designed to perform in the lab and to be handled with care. Unfortunately, a product may fail on you. We will always work with you to resolve the issue, before asking you to return the device. Most of the time, you can fix this with a reboot of the device or with an update / patch from our side. If this does not work, the following return policy applies. Before returning it, please try the following options:
- Visit the CytoSMART support page https://www.cytosmart.com/support
- Contact our support team, via firstname.lastname@example.org or +31 (0)88 – 20 32 200
Cancel the order
Do you want to cancel your order before you have received it? That is possible when the order has not been fully processed yet. Please send a message to email@example.com with your order number and reason for canceling. If the order is already paid and the order has not been shipped yet, we will credit the full purchase amount immediately.
Swap and return
If you have received your order, but you are not satisfied with your purchase, you can return the product on certain conditions or we can exchange the product. CytoSMART never charges costs for cancellation.
The product(s) can not contain any (manual, technical or hardware) changes and it needs to be fully complete and without wear and tear. All included paperwork, warranties, packaging, cables and additions must be include in the return shipment. Cost for the return shipment and eventual insurance are to be paid by the customer. Insufficiently stamped return shipments are declined by CytoSMART and the shipment is the sole responsibility of the customer. Therefore we advise the customer to always ask for a “Track & Trace” code of the shipping company and keep hold of it until CytoSMART accepts the return shipment.
Underneath, you will find a couple of important exceptions:
- CytoSMART cannot accept a return shipment if a product has been personalized, modified or was customized to specific requirements
- Additional products that are ordered especially for the customer and therefore are not in our standard assortment, cannot be returned
- Products cannot be returned when the housing has been opened with screwdrivers or other tools
If you wish to return your order, you must make this clear within 14 days after receiving the order. Please make sure to contact your sales representative to set up the return shipment. CytoSMART will take care of almost everything necessary to return the product. This includes arranging the pick-up of the return shipment.
You only need to take care of the following two things:
- Prepare the package. Pack the product, using the original packaging (if possible). Include every item that came with your order. This means the product and its accessories, the manuals, all documents and the (optional) tablet. If the original packaging is not available, use a sturdy box and include sufficient padding such as bubble wrap, foam or paper.
- Inform us where the package can be collected. CytoSMART will organize the return shipment. No label or postage is required; this will be provided by the courier.
Tips for returning
- Make sure to wrap the product well and preferably in the original packaging so that it is not damaged during transport
- If possible, please use the same packaging material that the product was packed in
- In any case, do not put stickers on the product packaging
- In any case, do not write on the product or the product packaging
Misuse of the Return Policy
Misuse involves returning a mistreated product due to incorrect cleaning or using the product in ways it was not designed for. This is not part of the warranty. To prevent this, remember that our support team is always ready for any questions.
Refunds and Replacement
If the product does not meet your needs within 14 days or does not work on arrival, you can return the device. In that case we will refund the costs of the device excluding the shipping costs within 30 days after inspection of the device by one of our engineers. Cost for the return shipment and eventual insurance are to be paid by the customer. The costs of the device will be refunded to the same bank account as it was paid from.
When a problem occurs that cannot be resolved remotely, you can return the product within the warranty period. We will exchange the device after examining it. It usually takes 2-3 days for CytoSMART to receive the return shipment. If the problem is clear and unresolvable by our engineers, a replacement device will be shipped. Please note that CytoSMART does not issue refunds in these situations.
For more information regarding the return policy or if you have other questions, please contact us via email at firstname.lastname@example.org or phone +31 (0)88 – 20 32 200.